Refund & Return Policy

Last updated: 05/02/2026

Thank you for shopping with Fellbank. We aim to provide high-quality products, and we want you to be satisfied with your purchase. This policy explains your rights to cancel, return and obtain a refund in accordance with UK law, and outlines how returns are processed in cooperation with our supplier, Hill Interiors.

1. Right to Cancel – Distance Selling

Under UK Distance Selling Regulations, you have the right to cancel your purchase within 14 days of delivery, even if you simply change your mind.

To exercise this right:

Once accepted, return the item to us or to the collection address we provide.

Returned products must be unused, in the original packaging, and in the same condition they were received.

Please note: A restocking fee may apply for change-of-mind returns (typically 50% of the original product price) in accordance with our supplier’s terms. Original shipping and handling charges are non-refundable.

2. Returns for Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective or incorrect, please contact us within 3 days of delivery with clear photos of the issue so we can process your claim.

Once approved, you may choose one of the following, depending on stock and availability:

A replacement

A refund

A partial credit or discount

We will arrange return collection at no extra cost where possible. Original delivery charges may still apply to replacements unless the fault is confirmed.

3. How to Return an Item

To start a return:

Email us at info@fellbank.com within the relevant timeframe (3 days for faults, 14 days for cancellations).

Include:

Your order number

Product name/code

Reason for return

Photos if the item is damaged or faulty

Wait for a return authorisation and instructions.

All returns must be made in accordance with the instructions provided. Items returned without authorisation may not be accepted or refunded.

4. Refunds & Timing

Once we receive the returned item and inspect it:

Approved refunds will be issued to your original payment method within 14 days.

If a restocking fee applies, it will be deducted before processing the refund.

You will receive confirmation by email once the return has been processed.

5. Non-Returnable or Excluded Items

The following may not be eligible for change-of-mind returns:

Items that have been used beyond inspection

Items not in original packaging

Returns received after the stated timeframes

This does not affect your legal rights for faulty or damaged goods.

6. Responsibility & Dropship Notes

As a dropship retailer working with a third-party supplier (Hill Interiors), the returns process is managed in conjunction with their procedures. We act as the primary contact for you; however, returns are processed in line with the supplier’s dropship returns terms, including restocking charges and deadlines.

7. Statutory Rights

This policy does not affect your statutory rights under UK Consumer Law.